BEC抱怨信函写作

Complaints & Claims （抱怨和索赔信函）

抱怨、索赔信函的目的是为了获取更好的服务，对已出现的问题求得尽快的、妥善的解决。它通常是买方由于对收到的货物不满而书写，如：货物未按时到达；货物虽抵达，但与订单所载不同；货物有损毁现象；货物数量短缺或多余；货物质量与样品不符；服务不合理以及收费过高等，这些均是抱怨、索赔的正当理由。

书写抱怨、索赔信函时，不妨开门见山出原先双方同意的条件，然后列举事实以表示有何不满，以及为什么不满，最后提出解决的方法。内容应明确、清楚、有理，语气要简洁、坚决。避免使用愤怒和使对方过于难堪的措辞（除非你所抱怨的问题反复发生，且多次投诉而毫无结果）。

Examples

1） For Delay in Shipment (由于发货延迟而抱怨)
Dear Sirs ,
The furniture we ordered from you should have reached us a week ago .Needless to say , the delay in delivery has put us to great inconvenience .It is therefore imperativethat you dispatch them immediately .Otherwise we shall be obliged to cancel the order and obtain the goods elsewhere.
Please look into the matter as one of urgency and let us have your reply as early as possible .

Yours faithfully,XXX

2） For Poor-Packing （由于包装不妥提出索赔）

Dear Sirs ,

We are writing to inform you that the toys covered by our order No.519arrived in such an unsatisfactory condition that we have to lodge a claim against you .It was found upon examination that 10% of them are broken and some are badly scratched , obviously due to the improper packing . Therefore, we cannot offer it for sale at the normal price and suggest that you make us an allowance of 20% on the invoiced cost .This is the amount by which we propose to reduce our selling price .If you cannot accept , Im afraid we shall have to return them for replacement .

Sincerely yours , XXX  

3） For Incomformity（由于货物不符而抱怨）

Dear Sirs ,

On March 12, we ordered 1,200 shirts size 42. But unfortunately ,we received completely different articles-children clothes today .We can only presume that a mistake was made and the children clothes were for another order .

As I have several customers waiting , please arrange for the replacements at once.

Faithfully yours,XXX

4）For Unacceptable Substitute （由于无法接受替代物而抱怨）

Dear Mr .Cliff,

During the past three months I have placed two sizable orders for The Handy Desk Companion by Roy .specifying the hard back binding .But both time you sent me paper-back binding because you were out of stock on the hard-back .

Fortunately ,I am still selling a few of the paper backs ,but more and more customers ask for the hard-back ones .(At least two of our competitors have this reference book in hard-back in our cities).

Enclosed is my order for 75 copies of The Handy Desk Companion in hard-back . Please do not , under any circumstances ,send me anything else . I have plenty of the paper-back in stock.

Very sincerely yours , XXX

5)For Over -Shipment （由于到货数量过多而抱怨）

Dear Sirs,

We thank you for promptnessin delivering the Chinaware we ordered on 20th Dec .The number of cartons delivered by your carrier this morning was 360, whereas our order was for only 320. Unfortunately , our present needs are completely covered and we cannot make use of the extra goods .Please inform us by fax what we are to do with the extra goods .

Yours faithfully ,XXX

6）For Inferior Quality (由于质量低劣而抱怨)

Dear Sirs,

With reference to our Order No. 315, we are compelled to express our strong complaints for the inferior quality . Compared to the sample No .169, the arrived self-adhesive correction tape is very transparent and does not satisfactorily cover the error being corrected .

We shall be glad to have your explanation of this inferiority in the quality , and also to know what you purpose to do in this matter .

Sincerely yours,XXX

7)For Poor Performance on a Service Contract (由于服务质量差而抱怨)

Dear Mr .Weidner .

Contract No. 17854

You will recall that you and I have discussed at least three times during the past six months the low quality of service provided by your hotel .After each conversation, service is improved for a short time , and then reverts back to the old standard that brought abort my original complaints . I will summarize in this letter my previous discussions about your performance .

1. Windows :According to the contract ,all windows are to be cleaned once a month .This is not being done .Often from six to eight weeks elapsebetween cleanings .Even when the windows are cleaned ,the job is less than satisfactory .

2.Carpets: The carpets should be vacuumed after each workday .Although your service people do show up each day , their efforts can only be described as careless .

3.Miscellaneous : I could mention a dozen other cleaning responsibilities that are not being met satisfactorily–furnitures , lavatories and ash trays , for example .

I call your attention to paragraph 7c in the contract , Mr .Weidner , in which the provisions for revocation of the contract are described .I do not like to consider such a possibility , but I must have your written assurance that all provisions of the contract will be met .

I will be pleased to meet with you once more to discuss the situation. I assure you that this a matter of some urgency to me .

Yours faithfully,XXX

强烈抱怨

要求某人采取行动：
We must insist that …DO… (DO指动词原型)

注：请注意这一句型和句型8的区别。
环境：
We must insist that you deliver the goods immediately.

警告：

Unless…
    If…(not)… We will be forced to …

环境： (What warnings would you give these people?)

A company that has not paid your bill

Unless you pay the bill, we will be forced to take legal actions.

Another company that is using your company’s car park

If you do not move your car away from our park, we will be forced to turn to the police.

An employee who always arrives late for work

Unless you come to work on time, we will be forced to fire you.

A builder who has left a lot of their tools in your office

If you do not take your tools from our office, we will be forced to throw them away.

强烈抱怨：

注：

强烈抱怨遵循以下步骤：

a. 阐述发生的问题：it is now over nine months since we placed this order and we are still waiting for the cabinets.

b. 使用句型12：I should like to point out that we have already paid for these cabinets.

c. 使用句型 13：we must insist that you deliver them immediately.

d. 使用句型14：unless we hear from you within 7 days we will take legal action.